This document gives guidelines for the process of complaints handling related to products and services within an organization, including planning, design, development, operation, maintenance and improvement. The complaints-handling process described is suitable for use as one of the processes of an overall quality management system.
This document is intended for use by any organization regardless of its type or size, or the products and services it provides. It is also intended for use by organizations in all sectors.
There are many benefits to implementing ISO 10002, these include; better customer retention, a solid brand reputation, operational efficiency, better communications, relations and the on-going improvements within a company.
ISO 10002 provides a basis for review and analysis of the complaints-handling process; it is all about identifying where improvements can be made.
Customer dissatisfaction can seriously damage a reputation, people talk and often tell others when they are dissatisfied. With an ISO 10002 certification in place you can help support your business and strengthen your brand – Understanding the complaint is key, only then can you deal with it efficiently and keep customers truly happy.